EON Smart Metre Reading Issue

Rachael1972

I am here on behalf of my 75 year old Mum who is at her wits end with Eon.

Mum was convinced to have a smart meter installed Jan 2021 and it has been working well for Mum - with Dad having passed away Mum wanted to make things as easy as she could for herself. When the meter was 'sold' to Mum by EON the key reason she agreed was to stop the need for her to read the meter.

Unknown to Mum the last reading sent to EON from the meter was 9th December 2021. Someone did come to read the meter on 20th April 2022 and they confirmed the meter was connected to wifi and was in good working order BUT they could not do more than that. They took the meter reading but said to Mum the meter she has is the most difficult to read. This person told Mum to ask for a new meter - which she has done.
However, Mum is now going round in circles - emails to EON saying the meter isn't submitting readings and asks for help. She gets told smart meters report automatically and she doesn't need to do anything.
The result is estimated bills, her direct debit being taken, money builds up and her account never is accurate.

Mum also has solar panels and this all needs to be included in the calculations of her account but it is not.

Mum is 75 and the constant phone calls to resolve what should be a simple task is exhausting and upsetting her.

How can we get EON to take action and get the meter working properly and her account up to date. While Mum is independent this is upsetting and worrying for her. At 75 this is not what her energy should be spent on. Help and advice please.

Robin9

Stop phoning them

try email   hi@eonnext.com

MattMattMattUK

Rachael1972 said:

I am here on behalf of my 75 year old Mum who is at her wits end with Eon.

Mum was convinced to have a smart meter installed Jan 2021 and it has been working well for Mum - with Dad having passed away Mum wanted to make things as easy as she could for herself. When the meter was 'sold' to Mum by EON the key reason she agreed was to stop the need for her to read the meter.

Unknown to Mum the last reading sent to EON from the meter was 9th December 2021. Someone did come to read the meter on 20th April 2022 and they confirmed the meter was connected to wifi and was in good working order BUT they could not do more than that. They took the meter reading but said to Mum the meter she has is the most difficult to read. This person told Mum to ask for a new meter - which she has done.
However, Mum is now going round in circles - emails to EON saying the meter isn't submitting readings and asks for help. She gets told smart meters report automatically and she doesn't need to do anything.
The result is estimated bills, her direct debit being taken, money builds up and her account never is accurate.

Mum also has solar panels and this all needs to be included in the calculations of her account but it is not.

Mum is 75 and the constant phone calls to resolve what should be a simple task is exhausting and upsetting her.

How can we get EON to take action and get the meter working properly and her account up to date. While Mum is independent this is upsetting and worrying for her. At 75 this is not what her energy should be spent on. Help and advice please.

To get the account up to date you should be able to submit a reading online. 

With regard to the panels you need to check she is on the correct tariff and what kind of tariff that is, also is the whole system wired in correctly with regards to metering. Is she on a legacy solar tariff, what kind of payment scheme is she on?

As Robin says email, there is then a proper record and everything can be laid out correctly and with the relevant detail. Stick to facts only in the emails, emotions will not help get things sorted. 

[Deleted User]

Smart meter export data will only matter if the lady is being paid SEG and there are two MPANs for her smart meter.

If you are able to sign her up to N3rgy.com (use the I am a Consumer link) you will be able to determine whether the comms hub is connected to the DCC Network. If data does appear then the problem rests with E.oN’s systems. 

griffb

There is also an Eon.Next community forum at https://community.eonnext.com/forum.php

Might be worth trying that, as there are some very helpful contributors, including Eon staff. When I was trying to get a smart meter they corrected some central meter database errors which had twice prevented installation, and then quickly corrected the installer's erroneous closing reading for the old meter (he was convinced it was a 5 digit + decimal, whereas in fact it had been set up as a 6 digit no decimal). Then they made sure the new meter was sending readings.

Rachael1972

And Mum has managed to talk to someone - I will get her to move to email, that is good advice, thankyou - and they have said she has been moved to EON Next. When I read those forum posts I did not realise it was the same company. I'll post into that forum. Thank you so much for all the advice. I told Mum this would be a great place to get support and I wasn't wrong - thank you

[Deleted User]

Rachael1972 said:

And Mum has managed to talk to someone - I will get her to move to email, that is good advice, thankyou - and they have said she has been moved to EON Next. When I read those forum posts I did not realise it was the same company. I'll post into that forum. Thank you so much for all the advice. I told Mum this would be a great place to get support and I wasn't wrong - thank you

E.oN Next was set up after E.oN took over NPower. All NPower customers were moved to a technology platform that E.oN bought/leased from Kraken Technologies (owned by Octopus Energy). The move to ‘Kraken’ was deemed to be such a success and E.oN took the decision to move its existing customer base to the new platform.